John.Wiley.And.Sons.Marketing.Insights.From.A.To.Z.eBook-LiB.pdf

“The bagwan of Marketing strikes again. Leave it to Phil Kotler to revisit all of
our blocking and tackling at just the right time . . . and as all great marketers
know: ‘timing is everything.’”
—Watts Wacker
Founder and CEO, FirstMatter
Author, The Deviant Advantage: How Fringe
Ideas Create Mass Markets
“Wide-ranging, readable, pithy, and right on target, these insights not only
are a great refresher for marketing managers but should be required reading
for all nonmarketing executives.”
—Christopher Lovelock
Adjunct Professor, Yale School of Management
Author, Services Marketing
“Kotler tackles the formidable challenge of explaining the entire world of
marketing in a single book, and, remarkably, pulls it off. This book is a chance
for you to rummage through the marketing toolbox, with Kotler looking over
your shoulder telling you how to use each tool. Useful for both pros and
those just starting out.”
—Sam Hill
Author, Sixty Trends in Sixty Minutes
“This storehouse of marketing wisdom is an effective antidote for those who
have lost sight of the basics, and a valuable road map for those seeking a mar-
keting mind-set.”
—George Day
Geoffrey T. Boisi Professor of Marketing,
Wharton School of Business
“Here is anything and everything you need to know about where marketing
stands today and where it’s going tomorrow. You can plunge into this tour de
force at any point from A to Z and always come up with remarkable insights

and guidance. Whatever your position in the business world, there is invalu-
able wisdom on every page.”
—Stan Rapp
Coauthor, MaxiMarketing and
Max-e-Marketing in the Net Future
“A nourishing buffet of marketing wisdom. This is a book to which you will
return many times after the initial reading.”
—Leonard Berry
Distinguished Professor of Marketing,
Texas A&M University
Author, Discovering the Soul of Service
Praise for Marketing Insights from A to Z

Marketing Insights
from A to Z

Marketing Insights
from
A
to
Z
80 Concepts Every Manager Needs To Know
Philip Kotler
John Wiley & Sons, Inc.
Copyright © 2003 by Philip Kotler. All rights reserved.
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada.
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Library of Congress Cataloging-in-Publication Data:
Kotler, Philip.
Marketing insights from A to Z : 80 concepts every manager needs
to know / Philip Kotler.

p. cm.
ISBN 0-471-26867-4
1. Marketing. I. Title.
HF5415 .K63127 2003
658.8—dc21 2002014903
Printed in the United States of America.
10987654321
To all those who have worked in
business and marketing
with a passion to satisfy customer needs
and enhance customer and societal well-being.

reface
ix
My 40-year career in marketing has produced some knowledge and
even a little wisdom. Reflecting on the state of the discipline, it oc-
curred to me that it is time to revisit the basic concepts of marketing.
First, I listed the 80 concepts in marketing critical today and
spent time mulling over their meanings and implications for sound
business practice. My primary aim was to ascertain the best principles
and practices for effective and innovative marketing. I found this
journey to be filled with many surprises, yielding new insights and
perspectives.
I didn’t want to write another 800-page textbook on market-
ing. And I didn’t want to repeat thoughts and passages that I have
written in previous books. I wanted to present fresh and stimulating
ideas and perspectives in a format that could be picked up, sampled,
digested, and put down anytime. This short book is the result, and it
was written with the following audiences in mind:
• Managers who have just learned that they need to know

something about marketing; you could be a financial vice
president, an executive director of a not-for-profit organiza-
tion, or an entrepreneur about to launch a new product. You
may not even have time to read Marketing for Dummies with
its 300 pages. Instead you want to understand some key con-
cepts and marketing principles presented by an authoritative
voice, in a convenient way.
• Managers who may have taken a course on marketing some
years ago and have realized things have changed. You may
want to refresh your understanding of marketing’s essential
concepts and need to know the latest thinking about high-
performance marketing.
• Professional marketers who might feel unanchored in the
daily chaos of marketing events and want to regain some clar-
ity and recharge their understanding by reading this book.
My approach is influenced by Zen. Zen emphasizes learning by
means of meditation and direct, intuitive insights. The thoughts in
this book are a result of my meditations on these fundamental mar-
keting concepts and principles.
Whether I call these meditations, ruminations, or cogitations, I
make no claim that all the thoughts in this book are my own. Some
great thinkers in business and marketing are directly quoted, or they
directly influenced the thoughts here. I have absorbed their ideas
through reading, conversations, teaching, and consulting.
x
Preface
ntroduction
xi
Today’s central problem facing business is not a shortage of goods
but a shortage of customers. Most of the world’s industries can pro-

duce far more goods than the world’s consumers can buy. Overca-
pacity results from individual competitors projecting a greater market
share growth than is possible. If each company projects a 10 percent
growth in its sales and the total market is growing by only 3 percent,
the result is excess capacity.
This in turn leads to hypercompetition. Competitors, desperate
to attract customers, lower their prices and add giveaways. These
strategies ultimately mean lower margins, lower profits, some failing
companies, and more mergers and acquisitions.
Marketing is the answer to how to compete on bases other than
price. Because of overcapacity, marketing has become more impor-
tant than ever. Marketing is the company’s customer manufacturing
department.
But marketing is still a terribly misunderstood subject in business
circles and in the public’s mind. Companies think that marketing exists
to help manufacturing get rid of the company’s products. The truth is
the reverse, that manufacturing exists to support marketing. A company
can always outsource its manufacturing. What makes a company
prosper is its marketing ideas and offerings. Manufacturing, purchasing,
research and development (R&D), finance, and other company func-
tions exist to support the company’s work in the customer marketplace.
Marketing is too often confused with selling. Marketing and sell-
ing are almost opposites. “Hard-sell marketing” is a contradiction.
Long ago I said: “Marketing is not the art of finding clever ways to
dispose of what you make. Marketing is the art of creating gen-
uine customer value. It is the art of helping your customers be-
come better off. The marketer’s watchwords are quality, service,
and value.”
Selling starts only when you have a product. Marketing starts
before a product exists. Marketing is the homework your company

does to figure out what people need and what your company should
offer. Marketing determines how to launch, price, distribute, and
promote your product/service offerings to the marketplace. Market-
ing then monitors the results and improves the offering over time.
Marketing also decides if and when to end an offering.
All said, marketing is not a short-term selling effort but a long-
term investment effort. When marketing is done well, it occurs be-
fore the company makes any product or enters any market; and it
continues long after the sale.
Lester Wunderman, of direct marketing fame, contrasted selling
to marketing in the following way: “The chant of the Industrial
Revolution was that of the manufacturer who said, ‘This is what
I make, won’t you please buy it?’ The call of the Information
Age is the consumer asking, ‘This is what I want, won’t you
please make it?’ ”
1
Marketing hopes to understand the target customer so well that
selling isn’t necessary. Peter Drucker held that “the aim of market-
ing is to make selling superfluous.”
2
Mark-eting is the ability to
hit the mark.
Yet there are business leaders who say, “We can’t waste time on
marketing. We haven’t designed the product yet.” Or “We are too suc-
xii
Introduction
tising, sales promotion, salespeople, and public relations to dissemi-
nate messages designed to attract attention and interest.
Promotion cannot be effective unless it catches people’s atten-
tion. But today we are deluged with print, broadcast, and electronic

information. We confront 2 billion Web pages, 18,000 magazines,
and 60,000 new books each year. In response, we have developed
routines to protect ourselves from information overload. We toss
most catalogs and direct mail unopened into the wastebasket; delete
unwanted and unread e-mail messages; and refuse to listen to tele-
phone solicitations.
Thomas Davenport and John Beck point out in The Attention
Economy that the glut of information is leading to attention deficit
disorder (ADD), the difficulty of getting anyone’s attention.
11
The
attention deficit is so pronounced that companies have to spend
more money marketing than making the product. This is certainly
the case with new perfume brands and many new films. Consider that
the makers of The Blair Witch Project spent $350,000 making the
film and $11 million to market it.
As a result, marketers need to study how people in their target
market allocate their attention time. Marketers want to know the
best way to get a larger share of consumers’ attention. Marketers ap-
ply attention-getting approaches such as high-profile movie stars and
athletes; respected intermediaries close to the target audience; shock-
ing stories, statements, or questions; free offers; and countless others.
Even then, there is a question of effectiveness. It is one thing to
create awareness, another to draw sustained attention, and still an-
other to trigger action. Attention is to get someone to spend time fo-
cusing on something. But whether this leads to buying action is
another question.
Communication and Promotion
19
tell who’s in the marketing department. Everyone in the organi-

zation has to make decisions based on the impact on the cus-
tomer.”
The same thought was well-stated by Professor Philippe Naert:
“You will not obtain the real marketing culture by hastily creat-
ing a marketing department or team, even if you appoint ex-
tremely capable people to the job. Marketing begins with top
management. If top management is not convinced of the need to
be customer minded, how can the marketing idea be accepted
and implemented by the rest of the company?”
Marketing is not restricted to a department that creates ads, se-
lects media, sends out direct mail, and answers customer questions.
Marketing is a larger process of systematically figuring out what to
make, how to bring it to the customer’s attention and easy access,
and how to keep the customer wanting to buy more from you.
Furthermore, marketing strategy and actions are not only played
out in customer markets. For example, your company also has to raise
money from investors. As a result you need to know how to market to
investors. You also want to attract talent to your company. So you
need to develop a value proposition that will attract the most able
people to join your company. Whether marketing to customers, in-
vestors, or talent, you need to understand their needs and wants and
present a competitively superior value proposition to win their favor.
Is marketing hard to learn? The good news is that marketing
takes a day to learn. The bad news is that it takes a lifetime to master!
But even the bad news can be looked at in a positive way. I take inspi-
ration from Warren Bennis’ remark: “Nothing gives me a greater joy
than learning something new.” (Mr. Bennis is Distinguished Professor
at the University of California and prominent writer on leadership.)
The good news is that marketing will be around forever. The bad
news: It won’t be the way you learned it. In the coming decade, market-

ing will be reengineered from A to Z. I have chosen to highlight 80 of
the most critical concepts and ideas that businesspeople need in waging
their battles in this hypercompetitive and rapidly changing marketplace.
xiv
Introduction
ontents
xv
Advertising 1
Brands 8
Business-to-Business Marketing 15
Change 16
Communication and Promotion 18
Companies 20
Competitive Advantage 22
Competitors 23
Consultants 25
Corporate Branding 26
Creativity 27
Customer Needs 30
Customer Orientation 32
Customer Relationship Management (CRM) 34
Customers 36
Customer Satisfaction 41
Database Marketing 43
Design 46
Differentiation 49
Direct Mail 52
Distribution and Channels 53
Employees 57
Entrepreneurship 60

Experiential Marketing 61
Financial Marketing 62
Focusing and Niching 64
Forecasting and the Future 66
Goals and Objectives 68
Growth Strategies 70
Guarantees 74
Image and Emotional Marketing 76
Implementation and Control 77
Information and Analytics 80
Innovation 83
Intangible Assets 86
International Marketing 87
Internet and E-Business 91
Leadership 94
Loyalty 97
Management 99
Marketing Assets and Resources 101
Marketing Department Interfaces 102
Marketing Ethics 106
Marketing Mix 108
Marketing Plans 112
Marketing Research 115
Marketing Roles and Skills 119
xvi
Contents
Markets 121
Media 123
Mission 124
New Product Development 126

Opportunity 128
Organization 130
Outsourcing 131
Performance Measurement 133
Positioning 135
Price 138
Products 140
Profits 142
Public Relations 145
Quality 147
Recession Marketing 149
Relationship Marketing 151
Retailers and Vendors 154
Sales Force 157
Sales Promotion 160
Segmentation 162
Selling 164
Service 167
Sponsorship 169
Strategy 171
Success and Failure 175
Suppliers 176
Target Markets 177
Technology 178
Telemarketing and Call Centers 179
Contents
xvii
A major source of ideas can come from futurists such as Alvin
Toffler, John Naisbet, and Faith Popcorn and the trends they have
spotted. Faith Popcorn became famous for her creative labeling of

trends, including anchoring (religion, yoga), being alive (vegetarian-
ism, meditation), cashing out, clanning, cocooning, down-aging, fan-
tasy adventure, 99 lives (multitasking), pleasure revenge, small
indulgences, and vigilant consumers. She would consult on how
aligned a company’s strategy is with these major trends, and often tell
a company that it is off-trend in several ways.
Smart companies set up idea markets. They encourage their em-
ployees, suppliers, distributors, and dealers to offer suggestions that
will save costs or yield new products, features, and services. They es-
Creativity
29
flavor too quickly, may cause dental cavities, and is hard
to dispose of. Think of solutions to these problems.
• Decision trees. Define the set of decisions that are to be
made. For example, to develop a new grooming aid, de-
cide on the user (men or women); type of aid (deodorant,
shaving product, cologne); type of package (stick, bottle,
spray); market (commercial, gift); and channel (vending
machines, retailers, hotel rooms).
• Brainstorming. Gather a small group and pose a problem,
such as, “Find new products and services that homes
might need.” Encourage freewheeling thinking, stimulate
a maximum number of ideas, try new combinations, and
avoid criticism at the beginning.
• Synectics. Pose a generic problem, such as how to open
something, before posing the real one, hoping that it
broadens the thinking.
dvertising
1
I (and most people) have a love/hate relationship with advertising.

Yes, I enjoy each new Absolut vodka print ad: Where will they hide
the famous bottle? And I enjoy the humor in British ads, and the
risqué quality of French ads. Even some advertising jingles and
melodies stick in my mind. But I don’t enjoy most ads. In fact, I ac-
tively ignore them. They interrupt my thought processes. Some do
worse: They irritate me.
The best ads not only are creative, they sell. Creativity alone is
not enough. Advertising must be more than an art form. But the art
helps. William Bernbach, former head of Doyle, Dane & Bernbach,
observed: “The facts are not enough. . . . Don’t forget that
Shakespeare used some pretty hackneyed plots, yet his message
came through with great execution.”
Even a great ad execution must be renewed or it will become
outdated. Coca-Cola cannot continue forever with a catchphrase like
“The Real Thing,” “Coke Is It,” or “I’d Like to Teach the World to
Sing.” Advertising wear-out is a reality.
Advertising leaders differ on how to create an effective ad cam-
paign. Rosser Reeves of the Ted Bates & Company advertising
agency favored linking the brand directly to a single benefit, as in
ustomer Orientation
32
How do you get your whole company to think and breathe customer?
Jan Carlzon, former CEO of Scandinavian Airlines System (SAS), wrote
Moments of Truth, in which he described how he got his whole work-
force to focus on the customer.
21
He would emphasize at meetings that
SAS handled 5 million customers a year and the average customer met
about five SAS employees in connection with a single journey. This
amounted to 25 million moments of truth, moments to deliver a positive

brand experience to customers, whether delivered in person, over the
phone, or by mail. Carlzon went further. He embarked on changing
the company’s structure, systems, and technology to empower the
workforce to take any steps necessary to satisfy its target customers.
Today’s CEOs must show employees, in financial terms, how
much more affluent they and the firm would be if everyone focused
on delivering great value to customers. The customers would spend
more and cost the firm less to serve. Everyone would benefit, and
special rewards would go to employees who rendered outstanding
customer service.
The task begins with hiring the right people. You have to assess
whether job candidates have not only the right skills but also the right
attitudes. I was always struck by the fact that most people chose to fly
Delta Air Lines from Chicago to Florida when they could have chosen
Clients wisely ask their agencies to come up with three ads, from
mild to wild. But then the client typically settles for the mild and safe
one. Thus the client plays a role in killing good advertising.
Companies should ask this question before using advertising:
Would advertising create more satisfied clients than if our com-
pany spent the same money on making a better product, improv-
ing company service, or creating stronger brand experiences? I
wish that companies would spend more money and time on design-
ing an exceptional product, and less on trying to psychologically ma-
nipulate perceptions through expensive advertising campaigns. The
better the product, the less that has to be spent advertising it.
The best advertising is done by your satisfied customers.
The stronger your customer loyalty, the less you have to spend
on advertising. First, most of your customers will come back without
you doing any advertising. Second, most customers, because of their
high satisfaction, are doing the advertising for you. In addition, ad-

vertising often attracts deal-prone customers who will flit in and out
in search of a bargain.
There are legions of people who love advertising whether or
not it works. And I don’t mean those who need a commercial to
provide a bathroom break from the soap opera. My late friend and
mentor, Dr. Steuart Henderson Britt, passionately believed in ad-
vertising. “Doing business without advertising is like winking
at a girl in the dark. You know what you are doing, but no-
body else does.”
The advertising agency’s mantra is: “Early to bed, early to rise,
work like hell, advertise.”
But I still advise: Make good advertising, not bad advertising.
David Ogilvy cautioned: “Never write an advertisement which
you wouldn’t want your own family to read. You wouldn’t tell
lies to your own wife. Don’t tell them to mine.”
4
Ogilvy chided ad makers who seek awards, not sales: “The ad-
vertising business . . . is being pulled down by the people who
Advertising
3
create it, who don’t know how to sell anything, who have never
sold anything in their lives . . . who despise selling, whose mis-
sion in life is to be clever show-offs, and con clients into giving
them money to display their originality and genius.”
5
Those who love advertising can point to many cases where it
worked brilliantly: Marlboro cigarettes, Absolut vodka, Volvo auto-
mobiles. It also worked in the following cases:
• A company advertised for a security guard. The next day it
was robbed.

• If you think advertising doesn’t pay—we understand there are
25 mountains in Colorado higher than Pikes Peak. Can you
name one?
Those against too much reliance on advertising are fond of
quoting John Wanamaker of department store fame: “I know that
half the money I spend on advertising is wasted; but I can never
find out which half.”
How should you develop your advertising? You have to make
decisions on the five Ms of advertising: mission, message, media,
money, and measurement.
The ad’s mission can be one of four: to inform, persuade, re-
mind, or reinforce a purchase decision. With a new product, you
want to inform and/or persuade. With an old product, like Coca-
Cola, you want to remind. With some products just bought, you
want to reassure the purchaser and reinforce the decision.
The message must communicate the brand’s distinctive value in
words and pictures. Any message should be tested with the target au-
dience using a set of six questions (see box).
The media must be chosen for their ability to reach the target
market cost-effectively. Besides the classic media of newspapers, maga-
zines, radio, television, and billboards, there is a flurry of new media,
including e-mail, faxes, telemarketers, digital magazines, in-store ad-
4
Marketing Insights from A to Z
vertising, and advertising now popping up in skyscraper elevators and
bathrooms. Media selection is becoming a major challenge.
A company works with the media department of the ad agency
to define how much reach, frequency, and impact the ad campaign
should achieve. Suppose you want your advertising campaign to de-
liver at least one exposure to 60 percent of the target market consist-

ing of 1,000,000 people. This is 600,000 exposures. But you want
the average person to see your ad three times during the campaign.
That is 1,800,000 exposures. But it might take six exposures for the
average person to notice your ad three times. Thus you need
3,600,000 exposures. And suppose you want to use a high-impact
media vehicle costing $20 per 1,000 exposures. Then the campaign
should cost $72,000 ($20 ×3,600,000/1,000). Notice that your
company could use the same budget to reach more people with less
frequency or to reach more people with lower-impact media vehicles.
There are trade-offs among reach, frequency, and impact.
Advertising
5
Advertisement Message Test
1. What is the main message you get from this ad?
2. What do you think the advertiser wants you to know, be-
lieve, or do?
3. How likely is it that this ad will influence you to undertake
the implied action?
4. What works well in the ad and what works poorly?
5. How does the ad make you feel?
6. Where is the best place to reach you with this mes-
sage—where would you be most likely to notice it and
pay attention to it?